Zesday — Grievance Redressal Policy
Version: 2.0 · Effective date: 16 September 2026
Zesday, operated by Qubrix Technode Private Limited, resolves complaints from customers, restaurant partners and delivery partners fairly and on time. This policy names our Grievance Officer, sets out our timelines, and explains how to escalate.
1. Grievance Officer
As required by the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we have appointed:
- Grievance Officer: Yogesh kumar
- Email: support@zesday.com
- Phone: +918874777477
- Address: Qubrix Technode Private Limited, Runway Studio Suites, 109, Gaur Yamuna City, YEIDA,
Nawada, Gautam Buddha Nagar - 203201, Uttar Pradesh
- Working hours: Mon–Sat, 10:00–18:00 IST
For data-protection matters under the DPDP Act, contact Yogesh kumar at support@zesday.com.
2. How to raise a complaint
- In-app Help in the customer, restaurant or delivery partner app is the fastest route — start
there.
- If your issue is not resolved, email or call the Grievance Officer with your registered phone
number, the order or partner ID, and what happened.
Every complaint gets a reference number so you can follow its progress.
3. Timelines
| Type of complaint | Acknowledgement | Resolution |
|---|---|---|
| Orders, refunds, payments and other consumer complaints | Within 48 hours | Within one month |
| Content on Zesday, such as reviews or photos (IT Rules) | Within 24 hours | Within 15 days |
| Request to remove unlawful content under the IT Rules | Within 24 hours | Within 72 hours |
| Content showing a person's private areas, nudity or sexual acts, or impersonating a person in morphed images | Within 24 hours | Removed within 24 hours |
| Data-protection requests and complaints (DPDP Act) | Within 48 hours | Within the period the DPDP Rules allow, and in any case within 90 days |
| Restaurant and delivery-partner payout or account disputes | Within 48 hours | Within one month |
We keep a time-stamped record of every complaint and what we did about it.
4. Food-safety complaints
For hygiene problems, foreign objects, spoiled or unsafe food, report the issue through in-app Help with a photo. We will pass it to the restaurant for action and, where needed, help you raise it with FSSAI through its Food Safety Connect app or portal, or with the State Food Safety Commissioner. Restaurants are contractually required to cooperate.
5. Payment, settlement and tax disputes
Restaurants and delivery partners can dispute any line on a statement — commission, GST, TDS, penalty or refund funding. We check it against the order records. If we find an error, we correct it with a new logged entry, never a silent edit, and explain the outcome.
6. Escalation outside Zesday
If you are not satisfied with our resolution, you can approach:
- the National Consumer Helpline (call 1915 or visit consumerhelpline.gov.in), or the **Consumer
Disputes Redressal Commission** at district, state or national level under the Consumer Protection Act, 2019 — you may file where you live;
- the Data Protection Board of India for data-protection complaints;
- FSSAI or your State Food Safety authority for food-safety matters; and
- the appropriate tax authority for tax matters.
7. Non-retaliation
We will not penalise any customer, restaurant or delivery partner for raising a complaint in good faith.